User Guide
Escalations
The Escalations screen is a shared list of requests that need someone else's attention - a supervisor decision, a payment approval, a dispute, a complaint or a technical problem.
Written for: Collectors · Supervisors
Where escalations live
ArkCloud RCM → Management → Escalations
The screen lists your organisation's open work items with a status and a priority, and can be filtered by status (Open, In Progress, Resolved, Closed) and priority (Urgent, High, Medium, Low). Any staff member can raise, claim or resolve an escalation.
Raising an escalation
- Select New Escalation.
- Enter the Account ID (the account's internal ID, not its account number).
- Choose an Escalation Type: Supervisor Request, Payment Approval, Dispute, Complaint or Technical Issue.
- Enter a Subject and a Description, and save.
There is no Escalate button on the account screen, no attachments, and nobody is notified - the escalation waits on the list until someone claims it. The list shows the creator as "System", so put your name in the description.
How priority is set
| Field or control | What it means |
|---|---|
| Urgent | Dispute escalations, and anything open for more than 24 hours. |
| High | Payment approvals, and anything open for more than 8 hours. |
| Medium | Everything else. |
| Low | Raised less than 2 hours ago. |
Claiming and resolving
- Select Claim to take an escalation; it moves to In Progress and is assigned to you.
- Use View Account to open the account and do the work there.
- Select Resolve, add resolution notes if you wish, and confirm.
What resolving does
Resolving only closes the escalation. Any adjustment, payment plan change or write-off that the decision calls for must be made on the account separately, and the person who raised the escalation is not told - tell them.
Approval limits
ArkCloud has no escalation levels and no dollar approval limits by role. If your organisation has an approval policy, apply it yourselves. Collection-agency placement and escalation rules are configured separately under Patient AR → Collection Automation.
Good practice
- Write the account number, your name and the decision you need in the description.
- Supervisors: check the list at the start of each day; nothing alerts you to a new escalation.
- Record the outcome as a note on the account too - see notes and tasks.